Job Summary
  • Salary
    £150-220 (per week)
  • Location
    Brighton, West Sussex
  • Sector
    Infrastructure Technician Level 3
  • Duration
    15 Months
  • 1 Position Available
  • Closing Date
    30th November 2017
  • Employer Name
    Mosaic Online Systems Ltd
  • Distance from academy
    • 15.3 Miles
    • 34 Minutes
  • Address
    Worthing BN13 3QZ, United Kingdom

Employer Description

Job Description

An excellent opportunity working within the support Team for Mosaic online systems support the Mosaic built platform for Large Corporate clients such as RM, Secured Mail and Lockheed Martin, range of support calls dealing with technical issues, the company has been established since 2004 and works within the Mailing industry dealing with large data

Definition: Using expertise and knowledge to be able to help with service Technical Support Calls from a range of customers all with different IT Skill sets

Definition: Handling day-to-day work challenges confidently; being willing and able to adjust to multiple tasks and demands, shifting priorities, ambiguity and rapid change.

Definition: Assuming full responsibility for the consequences of one’s behaviour or decisions. Following through on commitments to customers and staff (internally and externally), demonstrating reliability and dependability.
Definition: Maintaining customer/client expectations as minimum standards to be surpassed, considering customer needs when supporting them with Technical faults or questions.

Key Day-to-Day Tasks

• Assist the Support Team with raising support tickets, including managing and resolving the tickets
• Assist the Support Team with the creation and updating of existing and new User documentation
• Assist the Support Team with business critical day-to-day tasks
• Willingness to participate in business improvement projects (system improvements, website design etc.)
• Assist the Test and Support teams with testing of defects and new functionality for planned releases

Working Week

37.5 Hours a week working a shift pattern Monday to Friday to cover the core Business hours 08:00 to 18:00 – example of shift pattern (08:00 – 16:00, 09:00 – 17:00 and 10:00 – 18:00) Saturday working one in four on a rota additional money hours (08:00 to 13:00)


Requirements & Prospects


A minimum of 5 GCSE’s C and above Including Maths and English (or equivalents)

Desired Skills

  1. • Sound attention to detail and the ability to produce high quality work in a pressurised IT environment
  2. • Good written and verbal communication skills
  3. • Work under pressure and meet key deadline dates and times (SLA’s, Delivery Dates etc.)
  4. • Customer facing role dealing with a range of technical support calls (Emails, phone calls and remote support)
  5. • A flexible approach and willingness to take on new challenges
  6. • Basic understanding of Microsoft tools, such as Excel, Word and PowerPoint
  7. • Need to be able to work a shift pattern covering the office from 08.00hrs – 18.00hrs
  8. • Customer facing/relationship building skills
  9. • ICT Qualifications or current enrolment on an ICT course/apprenticeship
  10. • Awareness of Microsoft SQL

Personal Qualities

  1. Excellent work ethic
  2. Methodically minded
  3. Adaptable
  4. Teamworker

Future Prospects

tential progression to Level 4 programme and / or permanent position within company

  • Apprenticeship Length
    15 Months
  • Training Provider
    Aspire Achieve Advance Ltd
  • Academy Location


Throughout the duration of your Apprenticeship (typically 15 months) you will be required to attend the 3aaa Technology Academy in Brighton for 30 days of training across five months featuring structured training. The remainder of your training will be completed in the workplace with your Employer. You will work towards a Level 3 Apprenticeship standard – Infrastructure Technician. The qualifications consist of:
• Level 2 Functional Skills English and Maths (if applicable)
• Knowledge Module 1 - Networking and Architecture
• Knowledge Module 2 - Mobile and Operating Systems
• Knowledge Module 3 - Cloud Services
• Knowledge Module 4 - Coding and Logic
• Knowledge Module 5 - Business Processes
• One vendor certification selected based on your job role and individual capabilities (Typically a Microsoft Technical Associate (MTA) certification)
Knowledge Modules are specified by the British Computer Society (BCS)

Qualification Gained

Advanced Apprenticeship (Level 3)